Role & responsibilities

Position: Service Desk Manager
Location: Ghansoli, Navi Mumbai
Experience: 68 Years
Qualification: Bachelor's Degree in IT / Computer Science / B.Sc. IT / BCA / BE / B.Tech or any IT-related GraduateLocation Ghansoli Navi Mumbai
Employment Type: Full-Time
Job SummaryWe are looking for an experienced Service Desk Manager to lead and manage a team of 40+ Service Desk Engineers. The ideal candidate should have strong leadership skills, hands-on experience in IT Service Management (ITSM), and expertise in SLA management, incident management, change management, and team operations. The candidate should possess excellent communication skills and be capable of driving service excellence while ensuring customer satisfaction.Key Responsibilities

- Manage and lead a team of 40+ Service Desk Engineers.
- Ensure smooth day-to-day operations of the Service Desk.
- Monitor and achieve defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Prepare and manage team rosters/shifts to ensure 24x7 service coverage.
- Handle Incident Management activities and ensure timely resolution of critical incidents.
- Manage Change Management processes in accordance with ITIL best practices.
- Drive effective Escalation Management and ensure timely communication with stakeholders.
- Conduct daily operational reviews and team meetings.
- Monitor ticket queues and ensure adherence to response and resolution timelines.
- Analyze service trends and implement continuous service improvement initiatives.




- Coordinate with cross-functional technical teams for issue resolution.
- Prepare and present operational reports, SLA reports, and management dashboards.
- Mentor, coach, and develop team members to improve performance and productivity.
- Ensure compliance with organizational policies, IT processes, and quality standards.
- Handle customer escalations professionally and maintain high customer satisfaction levels.

Required Skills

- Strong experience in Service Desk Operations Management.
- Experience managing 40+ team members.
- Hands-on knowledge of:
- SLA Management
- Incident Management
- Change Management
- Escalation Management
- Shift/Roster Management
- IT Service Management (ITSM)

- Valuable understanding of ITIL processes.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, Freshservice, or ManageEngine ServiceDesk Plus.
- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.

Preferred Skills

- ITIL Foundation Certification (Preferred)
- Experience in managing 24x7 Service Desk operations.
- Knowledge of KPI reporting and operational dashboards.
- Experience in client-facing environments.

Please Share then below detailsExperience Current CTCExpected CTCNotice PeriodHighest qualification Location

Preferred candidate profile

Salary + PF + Mediclaim

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